Frequently Asked Questions DBNY
As a dynamic website, DBNY is constantly changing. Our goal is to make sure that this evolution is always geared toward providing our customers with a better shopping experience. Below is a list of Frequently Asked Questions, we hope that they address any common issues you may have run into. Please take the time to look them over and respond with any other questions or concerns; the ongoing dialog with you, our customer, is what will guarantee that we continue to serve you better in the future.
Security is obviously a very important issue for us. DBNY has NEVER had a security issue. If you're unsure as to the secure nature of our site, here's what to look for:
Once you get to the check-out page the address bar should change from "http" to "https" and a small padlock should appear somewhere on your browser window, all browsers are different so we can't tell you exactly where, but in one corner of your browser window there will be a padlock. Remember: these elements only appear once you get to the checkout page.
If you're having trouble seeing either of these elements you may need to update your browser. You should always use the current version of whichever browser you prefer.
New Customers Discount Code
From time to time we give a discount code to new customers when they register. You must be able to receive email from us to receive this code. The discount is for new customers only. We didn't really think we'd have to say it, but if you create multiple, fake accounts we will not honor the discount for any additional orders. The discount is good for one person/household/business/address, etc. Some sale items will not be eligible for the new customer discount.
When shopping at DBNY it's important to remember that you don't actually reserve an item as yours until you've checked out with it. While it's in your cart, another buyer can still access the item. This is how items of high interest can become oversold on our site. An infinite number of buyers can put a single item in their cart, but it isn't removed from the site until one of them checks out. If you have an item with a low inventory, especially a featured item off the homepage or the newsletter, it's best to check out with it as quickly as possible. If you need to combine multiple orders (to make the free shipping minimum for example) take the order number off of the email confirmation you receive and include it in the "notes" section of the checkout page for the subsequent order(s). EX. "Please combine with order number XXXX". Also note that we pick and ship most orders the same day they're placed, therefore we'll be unable to combine orders made more than 1 HOUR apart. Once they're packed and sent to shipping they're out of our hands.
We accept VISA, MasterCard, Discover and PayPal. You may use American Express by choosing PayPal as your payment method at checkout and entering your information at their site.
When you press the "submit" button your order is encrypted and sent to Authorize.net for authorization. We do not know your credit card number and never see it. It is encrypted and sent to Authorize.net. They contact your credit card company and get approval. We do not have access to your account and our site/servers/company do not access your credit card account or obtain any information from it. This is why we cannot add to or edit your orders, we do not have access to your accounts.
DBNY offers free patterns with many of our yarns. Most of these are patterns that are licensed for our use, but not owned by DBNY. This means that we need to reserve the right to take patterns down without notice. We try our best not to advertise "free patterns" where there are none, but mistakes do happen. If you don't see a free pattern for a given yarn, take a look at our pattern page. You'll find many patterns classified both by yarn company and yarn weight.
We will do our best to accommodate your choice of shipping. However in the case that the chosen shipping type does not meet the requirements of the package and or address, we reserve the right to ship it as required and bill you accordingly. An example of this would be a package addressed to a P.O. Box and asking for UPS shipping. As this is not possible it will be switched to ship through the USPS.
UPS is tracked and insured with your shipping payment. If you ship using the USPS you must add insurance yourself (There is an option at checkout). DBNY is not responsible for packages that have not been insured. Insuring packages is the responsibility of the customer.
Insurance is required on orders of $500 or more shipping with USPS.
All international orders are subject to the following terms:
- First Class Mail: This option is not insurable please be aware. DBNY does not accept responsibility for uninsured packages.
- Priority Mail: This option is insurable and packages seem to reach their destination quicker.
- All international customers are responsible for insuring their packages.
If you wish to place an order larger than $500 or one that would wipe out an entire category, email us directly as soon as you see the item so that we can help you secure it in all of the colors that you want. Please do not ask for wholesale pricing unless you are willing to pay more-most of our items are below wholesale and prompting the manufacturer for the wholesale price often results in higher pricing with no free shipping.
Order confirmation, Incomplete Orders, and Re-ordering
Every order placed should receive an automated "order confirmation" response from DBNY. This contains your order number, a list of items ordered and your total balance. If you did not receive an order confirmation within an hour of ordering, Email us for a direct order confirmation. DO NOT RE-ORDER WITHOUT CONTACTING US FIRST. People often make re-orders on purpose, so a double order isn't enough to raise a red flag for us. We cannot refund orders placed in this manner as per company policy. If you're worried about the availability of an item, Email us with as much information as you have and we'll do our best to make sure you get what you want. Your order number is the best, but your first and last name, email address, and items ordered are enough for us to find you in the system.
Gauge / Product Information
At DBNY we try to provide you with as much relevant product information as possible. We carry so many brands, not to mention odds and mill ends, that sometimes some of this information is overlooked. If you can't find a piece of information you need to make a purchase decision don't hesitate to write and ask us; we'll do our best to answer your questions. For all you do-it-yourself-ers out there, there is a faster way: Yarndex.com. If we didn't get the information from the parent company, Yarndex is probably where we would look for it. Feel free to skip the middleman, and begin using this wonderful resource for yourself! Don't forget though that most of our yarns are discontinued, so they may be hard to find. And while we do our best to match dyelots, we can't guarantee that dyelots will match for every order.
Email is by far the best way to reach us for any reason.
- For questions about orders or product contact firstname.lastname@example.org
- For questions, comments or suggestions about our Web site, contact email@example.com
Our newsletter is the best way to tell at a glance what's new on the site, and what we think the best and most exciting deals are. The newsletter is always available on a static page, but you can also sign up to have it delivered directly to your email. Each newsletter contains direct links to the features products for your shopping convenience, as well as any information about contests and giveaways. One response we get all the time is "Oh, I already get too much junk" Well, we get too much junk too! The beauty of our newsletter is twofold:
1) The information is ALWAYS relevant. It's often covering the newest items available, items that would otherwise take some probing around to find.
2) You can cancel it at any time, and we CANNOT put you back on. We use a well respected service called Constant Contact that has strict policies concerning the opt-out process. If you choose not to receive our newsletter you'll never hear a thing from us again. No hassles, no problem.